Guild Wars 2

Incident Number: 121129-000113
Gone unresponded for quite some time, it’s my cousin’s account that I bought for him. All of his GW2 Accounts (Game/Support) are suspended. My account was also suspended, both purchased from the GW2 site with the same debit card. My account was restored a week ago, incident 121130-000541. If you could please look into my cousin’s suspension. Also, I purchased a new serial key for my account after I was told that I was refunded for the original purchase, but when is the refund going to be processed?

Hi,
My friend just want borrow some gold to me.
my character name is jump jump tiger.
account name is wamo.1097
My friend is not selling gold.
But his account been blocked.
Need help to unlock it.
Really love this game
This make us sad.
Need help a lot.Please.
Account name: pentacat.9632
Please help us.

Reference Number: 121221-000404

I had a payment issue with Paypal, I repurchased the game and added the new key to the same account. Unfortunately, I am still suspended with no response in a while. Sorry to be a bother, slightly anxious to begin playing. Thanks for your time.

A friend of mine bought the game wednesday and for no reason got his account suspended a day after. I’ve known him personally for many years and I know he wouldn’t do anything which is against the rules.

His ticket number is: 121220-002781
Accountname: Raziel.1967

Please can you get this sorted as he has been waiting without any reply. Thanks for your time.

Tickets for Review (3 days and older) [merged]
121220-002842
My friend got his Account suspended and opened a ticket 3 days ago this is his ticket reference number :121220-002842
I would at least to know the reason for the suspention.
and how long it will take to get the account back.

nine days waiting for a fix. 001:001543:26275

Still cannot buy gems ( I tried all the browser things, and thanks for the 24 hour clear, but..) Nothing fixed, still not able to buy any. And now no one will answer me after they gave me a 24hour clear even though it solved nothing.

5 days of waiting reference number 121220-000004

121214-000225 – December 13th, 2012 Original Ticket Started. Merged Twice due to “Duplication”

December 20th Account Suspended/Refunded.

December 20th Account assigned new key. Still suspended as of 20:30 HRS, EST.

That enough info?

Hacked account. Haven’t seen any progress on this, so posting here. Thanks

Subject: My Account was Hacked and Server changed
Reference # 121221-001035
Updated: 12/20/2012

Could someone please take a look at reference number 121218-00037. It has been 5 days since this acct. got terminated. There wasn’t any reason given for said termination and would like an answer. It was 3 to 4 days between playing game and when game was booted up it just shut down and stated acct. was terminated. If there was any malicious acts going on it was not the person who regularly plays the game and very much like acct. to be restored. Thank you

Hello. Would you mind to review this ticket again?
121221-002439
121222-000626
121223-001528
121223-001585

account : xogh12123@xxxxx
account name : Jok Bal.5061

rule violation did not even once.
Have been waiting for days now.
Resolved as soon as possible for me.

Please review this ticket 121222-001149
Banned without violating the T&C, maybe system fault.

This account is borrow from my friend.
Last week my guild members donated me money to bought a commander.
But few days after I been banned by the reason “selling gold”
Not because I’m come from Taiwan nearby china that I’m a gold seller or something.
I’m a honest player since my whole game play, I got lots of players in Jade Quarry can proof that.
Here is my ticket: 121219-002546
Please, I need your help.

121214-002039

Hi I am using my brothers account to post this. Could you please review the ticket above as the new tickets that I post seem to be merged with this closed ticket, even though it is a separate incident. I purchased a new cd key from the gw2 website and cannot seem to get a reply as to why the account was suspended. This maybe due it being merged to the old ticket which got an answer. Thanks & happy holidays.

accessed by unauthorized personnel ticket: 121223-000159
accused of gold and item selling ticket: 121220-000004

hello my account was hacked on the 16th December
i received a replay to my ticket on the 19th, saying that they would escalate.
today it’s the 24th and I haven’t received any new information yet.

Incident: 121217-001155

[Incident: 121218-001256]

Hello. Could you please give an in-depth analysis to my problem. If it isn’t possible to change it into my own name, change it into something else. I just wanna see it changed.

[Incident: 121220-002326]
Hello, I really dont want send multiple ticket but there is a reason by the system, pls let me explain.
Because there are mails said "Our response is included below ", and that’s not true, there is no reply below or anywhere.
I’m worried about the system bugged, and there wont be a response.
That’s why I sent multiple questions, I’m sorry about that, but there is reason.

I sent my first question 3 days before, and I got a mail says:
“Thank you for your support request. Our response is included below. If you have other questions, please reply to this e-mail.”
But there is no response anywhere.
After a day waiting, then I sent a new question [Incident: 121221-001132], and got a “response included below” again, but there is no response anywhere again.
Then I sent a new question [Incident: 121221-002469], and after another day waiting, my question status become “duplicate”.
because of this, I closed these duplicate question, and created a new ticket, and sent a new question [Incident: 121222-001207].

Hi, kindly advise on the status of my appeal. The banned is comin to 6 days soon. I wish to get back the game asap. Kindly check thru as i believe i’m 100% innocent and did not sell/buy any gold. This is really spoiling our Christmas mood!

Ref: 121220-000489

“121217-002070” filed since “12/17/2012” waitting for any response to account restoration for a week now.

121221-000791 filed 12/21/2012. Also regards to account restoration pre-hacking.

Posting on behalf of guildmate: Still waiting to get his account restored. Any help would be appreciated.

Ticket# 121221-002859
Admishum.7430

Please enable access to my account Zagan.7318
I have resolved the account issue.
Please review ticket 121219-001928 which was created last Wednesday, I did not get a response to any of the questions in this, I was only informed that the case was being investigated and never found out why my account got suspended.
I found out what the reason was by my own means and the issue was resolved earlier this morning.
please review ticket 121224-002364 for more info on how the issue was resolved.
All I want is to be able to play my acc again. Any info on the procedure to reactivate it would be highly appreciated. I have been suspended without knowing the exact reason for it and without knowing for how long since last wednesday.

I am reposting for my husband as it has been 3 days since he got the email from Support and 6 days since the incident.

Account name: Steelgrizzly.3946
Ticket # 121218-000610
Submitted December 17, 2012 @ 11:17pm

This was an account ban for “tampering or modifying the game” which we still have no idea how it happened. We would like some answers as we do not want to replace the his game, or even really play ours due to the fact that we still don’t know what happened. We had not even received any contact from support until I had posted the first time and that email seemed dismissive. Is it safe to log into our games, are we going to fall victim to what this is?

After reading through just this thread I have found 4 other tickets that have been submitted for the same issue on or about the same day.

Corvus

Hello, im using my little brother’s account.

my ticket reference #121221-003023
my account name jsvkkie.2037
this ticket is for account suspended/blocked

hello. could you please just restore my account. its been a couple of days since i got the confirmation about the restoration. my ticket number is 121218-001529.

Hi,
Waiting for 4 days to activate an account.
ticket number for reference: 121221-003527

accused of rmt for gold and or item: 121220-000004
accessed by unauthorized personnel: 121223-000159

6 straight days of waiting.

Gaile Gray:

Can you please help my friend out? He was banned for “modifying or tampering the game.” He hasn’t done anything to modify or even tamper the game. He didn’t even know it was possible. I too was surprised when he got banned for it because I also didn’t know this was possible. He usually has a high latency when he plays. I know him in real life and he really is a true gamer and works hard for everything. He really enjoy this game. He did submit a ticket and got a reply but assuming it is a an “automated reply” because he made another support account (thinking his main account couldn’t log in support) and he got the same reply on both his main and the other account. Please help him Gaile! Thank you and Merry Christmas/Happy Holiday!

His account name is: EpicAzian.1420

Ticket #: 121218-000496 (main support account) and details have been added in this ticket.

Ticket #: 121218-000260 (other support account)

Ban Date was around December 17, 2012 approximately 7 days now.

Please, please, please help, Graile Gay.

It has been 3 days and i still haven’t got any reply from anyone, with my problem,
again I was been blocked by saying I sold golds to make real-world money, still waiting for reply, thank you

I was playing my game as usual then again I got kick out the game, then blocking me by saying I am selling golds and items for real-world money,
if is that, may I ask why can’t I send golds to my Guild members ?? which some of them help me when I was start playing the game, which when I got more golds that I make it return to them, If this is the reason I got block, then I really don’t know how to play this game, you can check if u like, I sent those golds to 4 of my guild members, 5g each and one of my member return to me, please double check, as right now you are blocking a player which didnt do anything wrong, and those people who are still selling golds never get block, and just keep sending mails to us all the time, why dont they get block for sending those mails ??.

Ticket No. 121221-002788, 121222-000274

Hi, both my friend and I had been banned after playing for a few days after purchase. We contacted support but the response was slow and its still unresolved. We had do nothing wrong. I am using my friend’s account right now.
Friend’s Ticket : 121222-002635
My Ticket : 121221-002156 , 121225-000185

This ticket needs a serious followup 121217-002070 thank you.

???????????????????????????????????????????????????????????????121118-001373
121110-000448
???????????????wuqian997@126.com????????????????????????????????

please help me…..my account question already 11 days,I still didn’t get any answer
this is my 121224-001759
121223-002371
121223-000686
121222-000259

THANK YOU SO MUCH GAILE!!!!!! My ticket is under review. Phew! I thought they won’t email me anymore. PLease do email me back if it’s now okay!

Ticket# 121222-000350
Date 12/21/2012 08:12 PM

I play alot of hours; I am retired. I am an old school gammer and do most of my play grinding gear and gold as that is what I am used to doing. I have been playing MMO’s for over 19 years started with UO release and this is the first time I have ever had any sort of problem with a Vendor. On the 21st I was grinding out loadstones in EB to sell to buy gear for my Guardian. When I grind I have no problems doing this for hours on end; I don’t mind the grind. I found having my account terminated for doing nothing wrong and something I have done for 19+ years to be upsetting to say the least. Now I am forced to jump through these hoops to have an account returned to me when it should have never been taken in the first place. I understand there are bot users out there and you are trying to remove them from the game but that should never be at the cost of players following the rules.

Thanks for solving my ticket, Gaile! But the infraction system is still confusing lol.

Hi there Gaile my user name is diatrich.4508 and i’m using my friend’s account again.you posted that you believed I was sold a fraudulent code and should seek refund,I talked to the seller and he assured me that he bought the serial code legimately with his credit card.and would not refund my money if ArenaNet would not refund him the money he PAID you for the code.
please help me out here. thank you for the attention.
My reference ticket number is:121220-002842

Hey,

My account was hacked, and you managed to reset my password within 24 hours. I then asked about getting my account rolled back before the compromise because a lot of my items had been stolen.

Its now been 5-6 days since I was told this was being escalated. I did raise another ticket, because I thought I might need to to get the account rolled back.

Wasn’t sure if you guys closed down over Christmas or not. Understandable if you do, if not it would be nice to be able to play while I’m on my break though

The issue reference codes are:
121219-001161 & 121221-003798

Hi,
My dear friend’s account has been banned for buying/selling gold after he lent my new character gold. He’s an honest player and I hate to see him go down because he was helping me out. He hasn’t gotten any answer, so I really hope you guys get back to him.

Ticket 121221-001422

how about these two tickets for my friend? he has been waiting for 7 days already without a single update or response. this one is concerning the accusation of selling gold and items for real money even though his real life friends are only the recipient and me myself can attest to that without a single currency exchanged (121220-000004) and 121223-000159 for being accessed by an unauthorized individual. the last update he received was on the 20th of december after that no words. and this is the only update:

Hello Manuel, Thank you for the update. I am escalating your ticket for further assistance. Once your ticket has been reviewed, someone will be in contact with you as soon as possible.

and i dont see any of the two tickets of my friend from the list.

bizmarkxz.2086
121220-000004 – accused of rmt
121223-000159 – accessed by unauthorized individual.

with my stuff it shows my ticket (121221-002788) is Duplicate will that still reply me with this ticket ?? or the other (121222-000274)??

121222-003317 and 121222-001240 are my incident numbers concerning my hacked account from December 22 at 1 am and then 2 pm, it’s been almost 4 days without an update or any information about restoration or rollback. Eagerly awaiting a response, trying to be patient though, Gaile can you give me any idea of the status of my restoration? Would like to get back to playing while I still have time off. Thank you.

My cousin’s account is accused for botting and is banned for more than a week. He has submitted support tickets and has yet to receive an explaination nor any help. He can’t even access the forum. Seriously this is kitten irritating and frustrating for both me and my cousin as we have alrdy planned to play tgt during christmas and this random ban is making us impossible to play tgt. Can someone plz check on the support as well as the your formula for banning ppl for botting.
We play almost everyday and has NEVER EVEN ATTEMPTED OR THOUGHT OF TRYING TO BOT. tbh we have totally no interest in trying to bot or what, we don’t have any problem getting the stuff we wanted.
This is seriously getting on our nerves as how normal players are getting punished for Botting and your support has failed to help us or even give us a reply at all.
This is the first time i’m really disappointed and angry with your customer support and unfair banning. I really hope this matter could be resolved with haste.

Sorry for not posting in a well written format, i’m just really kitten off by this unfairness.

My cousin’s banned account.
xenic.4126

Reference
121224-000243
121222-002775
121222-001756
121109-000842

I sent in a ticket six days ago. It was transfered to a senior member of the Guild Wars Support Team but Im still waiting for the issues to be resolved (or even a reply from a senior member).
My ticket number is: 121220-001332

I also submitted another ticket before this one that took nearly three days too so I have been waiting quite some time for a resolution.

Thanks a million : )

121220-000435

I was hacked and support helped me get control of my account and then communication shut down and I have been waiting to get my account restored. After a week my cool down was up to I tried to transfer and now my server is full. I don’t care about a restore at this point, my expectations have really dropped, I will settle for a transfer

Hello,
I am writing on behalf of my friend who got hacked. He sent a ticket on 18th of December and still haven’t got a reply. Please review his ticket:
Incident: 121217-002393
Account name: CIubybai.5314